In the past, minor complaints accounted for about 80 percent of all Reportable Complaints, with many related to the manner and conduct of individual police officers. The complainants of those complaints were reluctant to assist with formal complaints investigation, but, instead, only wished to express their dissatisfaction with individual officers to the Force through CAPO.

 

In a bid to effectively handle minor complaints and make optimal use of investigation resources, CAPO and IPCC formed a Joint Working Group in May 2010, which made a thorough review and introduced the "EDM"as an alternative to the formal complaint investigation process for handling minor complaints.

 

A six-month pilot scheme for the "EDM" was introduced in April 2012. Through the "EDM", CAPO will directly refer a complainant's dissatisfaction and request to the Formation concerned. If the complainant is still not satisfied with the outcome of the "EDM", he or she may lodge a formal complaint.  In order to maintain the integrity of the "EDM", CAPO will provide IPCC with a gist of the resolved "EDM" cases on a monthly basis. 

 

After the pilot scheme, CAPO formally implemented the "EDM".  Between April 2012 and December 2014, a total of 4 472 complaints were resolved by way of the "EDM" and referrals were made to Formations for follow up actions.  During the period, CAPO and IPCC reviewed and fine-tuned the "EDM" protocols from time to time.  Through the "EDM", CAPO is able to devote more resources to investigating more serious complaints and promoting complaints prevention.  It is pleased that the "EDM" is welcome by complainants, frontline officers and IPCC.